Customer care

Most asked questions

Can I change/modify my order?

Maybe. But especially in the busy season this will not be possible, because the packing process is done very fast so it will be ready for the courier shortly. This is also because stopping orders that have been packed would delay other orders from getting picked and packed, but if you wish please email support@onepiece.com with the subject "Cancel / Change order"

Do I have to pay any tax or import duties on my order?

All orders are shipped from the Netherlands. As for USA, Canadian, Norwegian and Swiss orders these will be shipped from the Netherlands as well, but customers in these countries will not get charged additional VAT upon delivery as its already included in the price (DDP) when ordering.

If you live in other countries outside of the European Union or the United States customs and duties fees may be applied to import goods or products into your country. This is a way for countries to collect additional fees from your pocket and unfortunately, we at Onepiece have no control over these additional costs and cannot predict what they may be. Sometimes customs or duties are collected, sometimes they are not.

When ordering from onepiece.com, you are responsible for these fees, and also assuring that you can lawfully import them in your country. We understand that these fees may seem unfair and wish there was a way around it, but we must also follow the law, we can't artificially lower the value of your shipment to “get around” these fees.

Will I be charged with customs and import duties?

The pickup transport is already paid for, but if you live outside EU, USA, Canada, Norway or Switzerland you will have to pay local customs and VAT. If by any chance you live in any of these countries and have been charged duties upon delivery, please let us know at support@onepiece.com. Customs policies and import duties vary widely from country to country so we cannot tell you what the cost would be. Unfortunately, Onepiece has no control over these charges.

What size should I choose?

Each of our products in the web shop has a 'sizeguide' or a sizetable linked to it. The female styles are naturally smaller than the unisex styles. In general we recommend you to go primarily by your total height, due to the generous fits of these unisex onesies.

Product is not in stock

We launch new collections for spring/summer and autumn/winter, so most products dont get restocked but our classic items and most popular collection items are re-stocked on a regular basis (examples are Original 2.0, some Norwegian Heritage styles)

Can I change my delivery address?

Once you have placed your order we cannot change delivery details.

Please contact UPS in your country https://www.ups.com for any changes regarding your delivery address.
As soon as you receive your tracking number in your confirmation email, you can go ahead and make the change.
They are fully responsible for the delivery when the order has left our warehouse.

My item is faulty/incorrect

If you received a damaged or faulty item, or even the incorrect item, please contact support@onepiece.com with an email including your order number, a brief description of the issue and photos for illustrating it. This way we can keep a record of it to help you sort this out in the fastest possible way as well as work to prevent this from reocurring.

We offer a one year guarantee on all products, so as long as the purchase has been made with us here at onepiece.com within a years time we can look at your reclamation and sort out some possible solutions.

How do I make a return/exchange, and what does it cost?

Please go here to proceed. Returns can be processed within 20 days of the purchase. and the products must be in their original condition with hangtags still attached. You will be given a prepaid return label after registering your return in our system. If you are doing a straight return for a refund, the return freight costs will get deducted from your refund (14.90 EUR / 9.90 UKP / 19.90 USD / 149SEK / 149 DKK / 17.90 CHF). In Germany and UK we offer free exchange of size.

How can I track the status of my order?

Once your order has been dispatched you would receive a dispatch confirmation per email with a tracking link. If you have not even received a confirmation email for your order its usually either because there was a typographical mistake in your email when the order was submitted or the order did not go through successfully

Do you have any particularly warm styles? Or lightweight?

The products that are not marked with either of the labels are in between (for example most of our Original 2.0-styles). They can be compared to a comfortable college sweater in terms of thickness and feel, with fleece linen on the inside.

Order information

Can I change/modify my order?

Maybe. But especially in the busy season this will not be possible, because the packing process is done very fast so it will be ready for the courier shortly. This is also because stopping orders that have been packed would delay other orders from getting picked and packed, but if you wish please email support@onepiece.com with the subject "Cancel / Change order"

Do I have to pay any tax or import duties on my order?

All orders are shipped from the Netherlands. As for USA, Canadian, Norwegian and Swiss orders these will be shipped from the Netherlands as well, but customers in these countries will not get charged additional VAT upon delivery as its already included in the price (DDP) when ordering.

If you live in other countries outside of the European Union or the United States customs and duties fees may be applied to import goods or products into your country. This is a way for countries to collect additional fees from your pocket and unfortunately, we at Onepiece have no control over these additional costs and cannot predict what they may be. Sometimes customs or duties are collected, sometimes they are not.

When ordering from onepiece.com, you are responsible for these fees, and also assuring that you can lawfully import them in your country. We understand that these fees may seem unfair and wish there was a way around it, but we must also follow the law, we can't artificially lower the value of your shipment to “get around” these fees.

The tracking number states 'delivered' but I have not received it?

Please contact UPS and provide them with your tracking number. The courier should keep the item and attempt to deliver it 3 times before returning it to us. Please contact: UPS . If this still doesn't solve it for you, please get in touch with support@onepiece.com and we would help you get to the bottom of it.

Can I change my delivery address?

Once you have placed your order we cannot change delivery details.

Please contact UPS in your country https://www.ups.com for any changes regarding your delivery address.
As soon as you receive your tracking number in your confirmation email, you can go ahead and make the change.
They are fully responsible for the delivery when the order has left our warehouse.

How can I track the status of my order?

Once your order has been dispatched you would receive a dispatch confirmation per email with a tracking link. If you have not even received a confirmation email for your order its usually either because there was a typographical mistake in your email when the order was submitted or the order did not go through successfully

Return & Exchange

Can I return products that were bought using a gift card/discount code?

Yes of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift card/discount code. Please remember that we cannot refund the amount paid with gift cards. This amount will be credited to your gift card used placing the order.

When do I get my money back for my returned product(s)?

After we have received your return at our warehouse and it has been processed, we aim to process your refund within 5 business days. During peak season (Dec-Feb) please expect up to 14 days.

My item is faulty/incorrect

If you received a damaged or faulty item, or even the incorrect item, please contact support@onepiece.com with an email including your order number, a brief description of the issue and photos for illustrating it. This way we can keep a record of it to help you sort this out in the fastest possible way as well as work to prevent this from reocurring.

We offer a one year guarantee on all products, so as long as the purchase has been made with us here at onepiece.com within a years time we can look at your reclamation and sort out some possible solutions.

How do I make a return/exchange, and what does it cost?

Please go here to proceed. Returns can be processed within 20 days of the purchase. and the products must be in their original condition with hangtags still attached. You will be given a prepaid return label after registering your return in our system. If you are doing a straight return for a refund, the return freight costs will get deducted from your refund (14.90 EUR / 9.90 UKP / 19.90 USD / 149SEK / 149 DKK / 17.90 CHF). In Germany and UK we offer free exchange of size.

General

Will I be charged with customs and import duties?

The pickup transport is already paid for, but if you live outside EU, USA, Canada, Norway or Switzerland you will have to pay local customs and VAT. If by any chance you live in any of these countries and have been charged duties upon delivery, please let us know at support@onepiece.com. Customs policies and import duties vary widely from country to country so we cannot tell you what the cost would be. Unfortunately, Onepiece has no control over these charges.

Do you deliver to work addresses or PO boxes?

We can deliver to your permanent residential address or your workplace but we do not deliver to a PO Box address for security purposes.

If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as UPS will deliver to the place and not the person.

How do I wash my Onepiece?

To keep in best possible shape we recommend you to wash it inside out and with the zipper fully closed. If you have a delicate program on your washing machine you can use it at 30 degrees with a gentle spin cycle. We would not recommend you to tumble dry it.

What size should I choose?

Each of our products in the web shop has a 'sizeguide' or a sizetable linked to it. The female styles are naturally smaller than the unisex styles. In general we recommend you to go primarily by your total height, due to the generous fits of these unisex onesies.

Are you able to custom make products?

Unfortunately, we are unable to custom make products. This includes custom made prints & colors.

Product is not in stock

We launch new collections for spring/summer and autumn/winter, so most products dont get restocked but our classic items and most popular collection items are re-stocked on a regular basis (examples are Original 2.0, some Norwegian Heritage styles)

How does your delivery service work?

In all countries except USA and Norway we use UPS for all deliveries. To USA and Norway we use DHL. Please keep an eye on the tracking once its shipped, and especially if you have selected UPS Access Point as your preferred delivery option. This is because UPS will not automatically send you SMS or email once it has been given to the Access Point unless this has been enabled on their tracking site. As for DHL deliveries in the US and Norway DHL will offer you other delivery options in case they should not reach you at your selected delivery address.

Do you have any particularly warm styles? Or lightweight?

The products that are not marked with either of the labels are in between (for example most of our Original 2.0-styles). They can be compared to a comfortable college sweater in terms of thickness and feel, with fleece linen on the inside.

Shipping

Standard shipping cost is $35.00 with 2-5 business days delivery.

Get estimated delivery time by entering your postcode:

Get fast, reliable and trackable UPS delivery to your doorstep, your office or a selected pickup point in your area.

Return and exchange information

If you want to return or exchange products, for other styles or for a refund, we have a nice and easy system for this, in association with UPS.

The product must be sent back within 14 days of receiving it, in its original condition, with tags attached and original bag to then be approved by our warehouse.

Faulty item

If you have received a faulty item or a different item to the one you ordered please provide us with your order number together with a picture and description of the actual problem in an email to support@onepiece.com as soon as possible so that we can help you resolve this for you.